This position is a key member of the Technical Support team providing technical support to engineers for our full suite of RISA products. The Technical Support Engineer work in a collaborative way throughout our organization to deliver great customer experience, resolving customer issues.

General Responsibilities:

Give superior customer service in supporting all the RISA software
Work closely with customers via telephone, email, and conferencing gathering information to understand their needs and offering solutions within RISA software suite
Ensure customer satisfaction through the entire life cycle of the software including technical explanation of the software as well as interface
Demonstrate expert knowledge of the software while maintaining a positive company image during interactions with customers
Frequently exercise discretion and independent judgment in resolving complex technical customer issues
Test the software to ensure a quality software package that will meet the customer’s satisfaction with the release of the software and intermediate checkpoints along the development cycle
Instruct virtual training classes for structural engineers
Write technical engineering specifications to support the product development team
Providing hand calculations to validate the software
Write clear technical documentation for external customers

Qualifications:

Bachelor’s degree (or higher) in Civil or Structural Engineering
3 to 5 years structural design engineering experience
PE license required
Experience with the RISA and ADAPT product suite is preferred
Experience working directly with customers, in any industry, is a plus
Confident when speaking to customers over the phone
Team player, self-motivated, and positive "can do" attitude
Possess strong problem-solving skills
Communicate comfortably with knowledgeable as well as novice users to resolve technical issues via both telephone and email
Write clear and concise documentation of issues for users and to be used for in-house development
Multi-task between several customers supports and other tasks at the same time
Follow through with the customers until their issue is resolved

Compensation: The pay range for this position is $90K to $100K annual salary with an additional annual bonus.

Benefits:

3 weeks of Paid Time Off
12 paid holidays
Medical, Dental, Vision insurance starting the 1^st of the month following date of hire
Short Term and Long-Term Disability Benefits
Flexible Spending Account & Health Savings Account
Life & AD&D insurance
401(k) with a 5% employer match
Annual Bonus
Pet Insurance
Employee Assistance Program

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Structural Engineer, Technical Support (Software)